Bad service from fast way couriers

One of my Clients parcel got lost (RA***) they said they will send me papers .. they will phone me back ..nothing.. I ordered and pay for plastic bags Jacky Buys apparently arrange for the bags to be delivered through my couriers guy Joseph ..on Friday the 26 when he came to collect my parcels there was nothing for me on his truck no plastic bags.. on Monday still nothing I try to phone fast way couriers today( Monday 1 June) they put me through to a woman that apparently will help me with my lost parcel then they cut me off.. I had to phone back and I have to explain everything again they put me through to the woman which was not very helpful she tells me they are busy with a claim.. but I didn't even received forms from fast way couriers to fill in for a claim..how can there be a claim .. I asked about my plastic bags she said she will put me through to Karin then I was cut off again .. so I phoned again asked for sales and I got a hold of Karin explain everything to her. she will phone me back still waiting ... can we get service from fast way couriers or do I have to make use of another company ..